Georgia War Veterans Nursing Home receives customer experience award

The Georgia War Veterans Nursing Home has been ranked in the top 15 percent of senior care providers in the country, earning its highest reviews ever from Pinnacle Quality Insight, a nationally recognized customer satisfaction firm. Georgia War will be recognized with Pinnacle’s prestigious 2019 Customer Experience Award, a notable and timely honor for the staff of the award-winning facility that marks 50 years of service to veterans this year.

“This award is a direct reflection of the hard work and dedication of our team here at Georgia War,” said Carlton Deese, executive director for Georgia War Veterans Nursing Home. “It’s truly an honor for our staff to be recognized for the excellent patient care they provide to our veterans on a daily basis. We believe the men and women who have served our country deserve the best care that we can provide them, and this award shows we are committed to that end.”

To be considered for the award, Pinnacle Quality Insight reviewed the Georgia War Veterans Nursing Home in 16 categories including: Nursing Care, Therapeutic Activities, Communication from Facility, Admission Process, Dining Service, Quality of Food, Cleanliness, Response to Problems, Laundry Service, Overall Satisfaction and Overall Customer Experience.

Throughout its half century of serving the state, staff at the Augusta-based facility place a strong emphasis on ensuring the individual needs of every resident are met. Over the course of 2018, several Georgia War Veterans Nursing Home’s residents and their family members participated in monthly telephone interviews. The interviews included open-ended questions, as well the opportunity to rate the facility in specific categories. Every month, staff at the nursing home gathered these survey results to gain a better understanding of the resident’s needs and make improvements when necessary.

By qualifying for the Pinnacle Customer Experience Award^™, the Georgia War Veterans Nursing Home has satisfied the rigorous demand of scoring in the top 15% of the nation across a 12-month average. Clients have the opportunity to achieve this “Best in Class” distinction on a monthly basis in each category.

This is the fourth time the facility has received this award in the past five years, and the first time they received it for 13 out the 16 categories.

Georgia War Veterans Nursing Home is owned by the Georgia Department of Veterans Service and operated by AU Health in partnership with Augusta University.